Creating And Configuring A Queue
Creating and configuring a queue is a straightforward process that helps streamline task management and improve workflow efficiency. When setting up a queue, administrators can define specific criteria for how messages, or requests are prioritized and routed to the appropriate team members. This includes setting rules for task categorization, assignment, and escalation, ensuring that items are handled according to their urgency and importance. Proper configuration of a queue ensures that work is distributed evenly, tasks are tracked effectively, and team members can focus on their assigned duties, ultimately enhancing overall productivity and service quality.
How To Create A Queue
To Add a queue,
Hover over the Settigns icon in the sidebar. Select Queues from the options that are enlisted.
Click on the "+New" button. A window appears on the screen. Enter the details,
Queue Name: Give an appropriate name to the queue you are about to create. This is a mandatory field.
Description: Give a brief description of the queue so that anyone who looks at the queue understands about it.
Status: Set the status of the account, if it is 'Active' or 'Inactive'. By default the status is always "Active". This means the account is currently in use and fully operational. If the account fails to be in use, then switch the status to "Inactive".
Default Queue: Setting a default queue means choosing one queue to handle conversations that don’t fit any other criteria according to the queue routes set in the application. If an incoming conversation doesn’t match any specific rules, it will automatically go to this default queue.
Channel: Ephanti supports various channel types, including WhatsApp, Facebook, Apple Messenger, Instagram Messenger, Email, and Webchat. When managing your queue, you can select one or more channel types. For example, if you add WhatsApp as a channel, all conversations that have their channel type as will be queued in your queue.
Queue manager: Add the name of the employee who will manage the queue. All messages for this queue will go to the queue manager, who will then assign the conversation to their team members.
Organization: Add the name of the organization that the queue belongs to. This is important because there will be multiple organizations, and by adding an organization when creating a queue, it helps to organize and keep everything in order.
Associated Members: Associated members are the people who can see and work on conversations in this queue. Add everyone from your team here, so they can view and manage conversations when you assign them.
Once you are done with adding all the information, click on "+ Add Queue" button.
You have successfully created a queue. The recently created queue can be viewed in the list view page. You can activate/deactivate the queue anytime you want.
The queue will be automatically enlisted in the "Interaction Center".